Sr. Manager, Client Services

Capital One
Melville, New York
Jun 20, 2022
Jul 20, 2022
Full Time
1307 Walt Whitman (22600), United States of America, Melville, New York

Sr. Manager, Client Services

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Commercial Ops role may be the role for you! You must be within 100 miles driving distance from our Capital One hub in Melville, NY.

Commercial Operations (CML Ops) is one of the largest divisions in the Commercial Bank, this team's scope is horizontal across the bank and as such it supports numerous critical processes and transactions. By incubating innovative solutions and embracing technology, this team creates an unforgettable and unparalleled experience for our associates and clients.

One of the most impactful groups in the CML Ops team is the Client Solutions team. The Client Solutions team works with the Commercial Bank's clients, both proactively and reactively for all of their servicing needs. All of our associates are on the frontline, delivering on our commitment to provide a beautiful client experience. We are growing and looking for great customer focused advocates to join the team.

At the Sr. Manager level, you will lead a team in a dynamic, fast-paced environment. You will provide direction, and coaching to your team to bring out the best in each individual as well as the team. You will be required to balance risk to Capital One while delivering an industry leading experience to clients.

General Responsibilities:

Leverage knowledge of process, project, risk and technology to help direct reports think and act differently when solving problems

Process Management
  • Understand process performance through an overtime view of metrics and anomalies
  • Understand and own the client experience with process updates and changes
  • Deep local SME and industry knowledge
  • Lead direct reports in creating a culture focused on daily and monthly performance
  • Create an improvement agenda through pareto, histogram and run chart analysis
  • Independently make connections to vision and create grounded recommendations

Project Management
  • Work backwards from a 6-12 month destination when serving as customers for strategic and improvement projects
  • Proactively provide clear, succinct updates to problems and progress using facts and data
  • Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risk and issues to delivery

Risk Management
  • Working knowledge and tracking oftop controls, risks and events/issues
  • When complaints, problems and/or issues arise work with partners driving to root cause and identifying sustainable, repeatable solutions

People Leadership
  • Hold direct reports accountable for having a development plan
  • Recruit and retain top talent fostering an environment of trust, collaboration, and belonging
  • Empower, develop, coach, and recognize team to reach personal, professional, and team goals
  • Stay connected and aware of team performance as it relates to people leadership,inclusion and engagement

Work at Home Technology Requirements:
  • A secure home office environment that is free from background noise and distractions
  • A reliable private internet connection that is not supplied by using cellular data (hot spot)
    • Cable or fiber connections are preferred
    • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here . To test your home internet from your personal computer at home, type into the web browser of your personal computer.
    • Sustained ability to maintain latency less than 250 ms in voice calls is required
  • Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider
    • A private network is password protected where you have ownership or line of sight to every device on the network
  • Capital One reserves the right to request proof of internet provider, speed and service package from the associate
  • Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.

Basic Qualifications:
  • High School Diploma, GED or equivalent certification
  • At least 7 years of customer service, business process experience, or project management experience
  • At least 5 years of People Management experience

Preferred Qualifications:
  • Bachelor's Degree or Military Experience
  • Process Management Certification (yellow belt, green belt, black belt)
  • 10 years of customer service, business process experience or project management experience
  • 1 year of experience with Treasury Management products or services
  • 7 years of People Management experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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